billsp12: Re: Pavillion laptop : Mystery Problem Help

[SedonaF]

http://h30434.www3.hp.com/t5/Other-Notebook-PC-Questions/Pavillion-laptop/m-p/1371665#M40211

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I bought a dv7-6163 last August.

I first had problems with unit last Fall. Four of my DVD disks showed as empty. Where did data go. HP said probably my problem.

Dec 20th the system locked up started getting Blue Screens then black. Would not boot. Ordered Factory Back up discs

Beginning of March two of my discs showed "No data " again.

Then when I put disc into drive it started reformatting disks. then said erasing disc . This all without any instruction from me.

Next received blue screens. Tried to restart said " Disconnect external device from PC". There were NO EXTERNAL DEVICES CONNECTED.

Next said I/O Error problem and gave an error code.

THEN THE FUN BEGINS

I called HP support. She said they recommend using different disc. They said problem with Memory disc. I had some Memory discs but they worked fine. They had me try the discs on a different laptop. They worked.

They then reinstalled the BIOS. Did Not Work.

I tried reinstalling the recovery discs but would lock up half way thru. So then reinstalled software from Recovery partition . The HP rep was to call back in an hour . . . no call.

I called back the next day. The PC was running but still would not read disks. The rep had me run the memory and disc diagnostics. They take a couple of hours. The rep said he would call back in 3 hours. No call back. the test showed as "no problems".

I called back the next day. I had to start all over again . I got the same scripted answers. I asked to speak to a manager. The agent said not available. I said I'd wait . I was waiting and was disconnected.

Called back on last Friday. I finally got a knowledgeable person. We reviewed again. He acknowledged that there was a problem and was intermittent . This wordiest me. He said :

1. Yes they are having a problem with this unit.

2. HP does not know what it is .

3. Could be :

The Optical Disc

A connection

The Motherboard

Windows Software

Firmware

etc

He said he would send a replacement DVD drive. He did it did not work.

4. called back saturday. Had to go thru whole story again. This rep from Philippines had no record of what already transpired. He tried to blame it on disc Mfg. I told him of my conversation with rep that ACKNOWLEDGED it was a mystery problem. He said I had to send to repair They would fix it.

I EXPLAINED I need this for work. I already lost data. Their own HP REP acknowledged a problem. I needed a replacement . I told him that the problem had been escalated before. he said he would escalate it again and have a case Manager call. Me on Monday between 10:00 am to 12:00 . NO CALL !

I called back and finally got thru to person today (3/30). They had tried to reach me later in the week but did not have updated contact number THAT I HAD GIVEN THEM.

HP wants me to send in and "they will repair"

Said this PC not on list of Problem PC's

HP will not stand behind their product.

If you are having Problems with the HP Pavilion-DVD let me know.

I know HP CEO Meg Whitman is trying to sell the PC business. But they should stand behind their products.

This is inexcusable.

Bill Sp

[JeffHelp1]

03/30/12 - Jeff reached out to customer